An Integrated Mobile-Based Complaints System Gamal H. Eladl Information Systems Department - Faculty of Computers and Information Sciences Mansoura University, Mansoura, Egypt, 35516 gamalhelmyis@gmail.com , gamalhelmy@mans.edu.eg Abstract -In the last decade; mobile devices and Smartphone have become a major part of our lives because of its countless advantages. These advantages are seen in Information and Communication Technologies (ICTs) such as data-sharing, uploading, downloading a lot of gigabytes, etc. On the other hand, what happened if we use one of these technologies; e.g. Mobile Technology (MT) with an integrated service such as Service Oriented Architecture (SOA) for developing any complaint system. Although, there are traditional means to handle customers ‘complaints without moving toward the application of the recent technologies. Therefore, the major work of a complaint system is to find a solution to handle complaints. In this paper; a proposed mobile-based complaint system that handles complaints by using the advantages of SOA and also depending on a proposed Complaint Management Life Cycle (CMLC). The integrated system will have many advantages such as reducingthe waiting time for uploading, receiving a complaint, guarantee a fast solution, make complaints easier to monitor, track until achieving customer satisfaction and preserve customer loyalty. Keywords: ICT, MT, SOA, Complaints System, CMLC 1. INTRODUCTION There is no company without complaints. Customers evaluate any institution according to the way of handling their complaints. Most of Middle East companies ignore the role of the complaints system inside its policies. There are many definitions of a complaints system. One of them is not only the system of communication of raising a problem for the organization owners or decision makers but also it is a discussion of unusual work or actions. In this context, a complaints system is defined as a set of procedures that is used to address complaints and resolve disputes or problems [1]. Companies should move towards applying the new development trend of complaint management such as the full automation system in order to preserve the customer's loyalty. Moreover, the innovative means of complaint handling will achieve one of the important company's goals which are customer's satisfaction. It appears that, ICT has a positive impact on improving life quality. Therefore, it required human to do any activities by optimizing the available up-to-date technologies that have a rapid development such as mobile technology. In this paper, the Mobile Technology will be used in handling complaints systems. As we know that mobile application is becoming the most popular platform for doing business. These resulted from mobile popularity, flexibility. Furthermore; the Smartphone becomes equipped with a greatly reduced cost hardware and software technologies such as Bluetooth, digital camera, Wi-Fi network, GPS, etc. So, the wide use of mobile devices makes the Smartphone is the better choice for accessing point of a logical and conventional business application. A growing number of mobile employees want to make business decisions using their own cell phones. Moreover, a mobile-based system needs a platform in order to integrate different services and other client applications. This is will appear in the below section which focuses on the role of SOA that represent different system functionality and independent from underlying platforms [2, 3]. SOA will be used here as an interoperability framework in order to integrate heterogeneous systems. The content of this paper is organized as follows: Section 2 reviews the related work on complaints system and section 2.1 summarizes the proposed CMLC phases. Section 3 introduces the importance of Mobile-based application usage in the complaints system. Section 4 presents the benefits of using SOA. The proposed complaints system and its major function are discussed in section 5. A discussion on the proposed system is presented in section 6. Finally, the conclusions are drawn in section 7. 2. RELATED WORK There is no one hundred percent perfect body or company. Mistakes can occur from any person or service provider at any time. Complaints are a valuable source of information about how and where mistakes have occurred and can pinpoint weaknesses in the system. The matter that companies should have clear instruction responds to such incidents. It uses an effective response to fix the mistake in order to reduce the likelihood of incidents occurring again. There are many ways of complaints system representation such as customer call center, manual complaint box, or semi-automated complaints system which may be only the organization's email. There are different complaints systems. Its International Journal of Computer Science and Information Security (IJCSIS), Vol. 15, No. 3, March 2017 258 https://sites.google.com/site/ijcsis/ ISSN 1947-5500